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Awesome BHB Customer Service Experience :)
- Thread starter greenman
- Start date
kathylove
Pragmatic & Logical
I missed that it was multiple times of calls or emails not returned.
Their original offer to replace a snake that was already doing well, and then stopped eating, was more than many would do. After all, there is no way to know how the customer is keeping the snake. BUT - it would have been much better not to have made the offer at all rather than not to follow through. That leaves a sour note for the customer when it would have been understandable to offer only advice and support in the beginning.
I hope you are able to communicate with them and find out whether they plan to make good on their offer.
Their original offer to replace a snake that was already doing well, and then stopped eating, was more than many would do. After all, there is no way to know how the customer is keeping the snake. BUT - it would have been much better not to have made the offer at all rather than not to follow through. That leaves a sour note for the customer when it would have been understandable to offer only advice and support in the beginning.
I hope you are able to communicate with them and find out whether they plan to make good on their offer.
greenman
New member
I did call. Twice.
Both times i went to voice mail and left an extensive message with all the details to make sure there was no mistake. I have even messaged him on youtube.
I am really not concerned with getting a new animal anymore. I am really disappointed in the fact they made a promise they do not plan to keep and have immaturely ignored my messages. From some a publicly recognized reptile breeding company with such an outstanding reputation, this is not what i expected.
I think I am done kicking the dead horse.
Am I in the wrong for being pissed?
Both times i went to voice mail and left an extensive message with all the details to make sure there was no mistake. I have even messaged him on youtube.
I am really not concerned with getting a new animal anymore. I am really disappointed in the fact they made a promise they do not plan to keep and have immaturely ignored my messages. From some a publicly recognized reptile breeding company with such an outstanding reputation, this is not what i expected.
I think I am done kicking the dead horse.
Am I in the wrong for being pissed?
pgr8dnlvr
An obsolete oldie...
I don't think you are "wrong" for feeling poorly supported. I have been impressed with Brian and Lori when I met them on two occasions. I was lucky enough to really have some time with them at the show when packing up and sharing a ride with them as well.
I don't think they have done you wrong on purpose at all. I'm sure that one of the things Brian regrets about growing his business to such a size is the fact that sometimes his customer service for smaller value animals may have to lack at times, but he does spread himself so thin sometimes I have no idea how he expects he can keep up at all.
Another thing may be the confusion in dealing with a Canadian. I'm betting it isn't the easiest thing in the world for him to send shipments up here and I know most American vendors only like dealing with me because I know very well in how to import my animals in easy legal ways, though I KNOW you know how to do that now too
Please keep trying to let him know what has happened and perhaps you can at least get a refund, but I'm not positive he should be counted down and out yet.
I wonder if he will vend at the next expo? It's a shame he was only a speaker and not a vendor at the last one in Toronto, but I know talking to him that shipping the animals over border and back was such a GIANT headache for him and not really such a financial reward
Good luck in the future!
Rebecca
I don't think they have done you wrong on purpose at all. I'm sure that one of the things Brian regrets about growing his business to such a size is the fact that sometimes his customer service for smaller value animals may have to lack at times, but he does spread himself so thin sometimes I have no idea how he expects he can keep up at all.
Another thing may be the confusion in dealing with a Canadian. I'm betting it isn't the easiest thing in the world for him to send shipments up here and I know most American vendors only like dealing with me because I know very well in how to import my animals in easy legal ways, though I KNOW you know how to do that now too
Please keep trying to let him know what has happened and perhaps you can at least get a refund, but I'm not positive he should be counted down and out yet.
I wonder if he will vend at the next expo? It's a shame he was only a speaker and not a vendor at the last one in Toronto, but I know talking to him that shipping the animals over border and back was such a GIANT headache for him and not really such a financial reward
Good luck in the future!
Rebecca